AI Strategy #2 – Improve agent performance with AI.

This is part of our AI Strategies for Great Customer Service series.

In this video segment, Forrester’s Ian Jacobs and Netomi’s Founder & CEO, Puneet Mehta, discuss the implications as AI becomes a part of your workforce.

Watch the video to learn:

  • How to use AI as a workforce multiplier, making work less stressful for agents
  • How to leverage AI to handle the prep work, so agents can focus on resolution
  • Different human+AI collaboration approaches and what works for your company
  • Ways to let AI triage and route issues to the right human agent for faster resolution


  • Puneet Mehta, Founder / CEO Netomi
  • Ian Jacobs, Principal Analyst, Forrester (Featured Guest)